Conclusions
To conclude the Department of IT at CPUT needs to handle student’s
queries in a well-timed manner, the online query system is not
completely efficient when dealing with student queries or incidents,
they need to implement the key ITIL process to improve support to the IT
students. Implementing ITIL is not easy and it is common that ITIL
implementations end in failures. We looked at proposing Incident
Management process and Problem Management process to be applied into the
current Student Online Query System.